Part Time Customer Success Specialist - Client Relations Executive - Customer Experience Analyst Jobs, in Rotaract Club, SGGSCC - Maukerja

Role Description

We are seeking an attentive and analytical customer professional to support client relationships, encourage successful use of our products or services, and identify opportunities to improve the customer experience. You will work with customers to understand their goals, respond to enquiries, and coordinate solutions that address their needs.

Your responsibilities will include supporting onboarding, explaining relevant product features or service processes, and conducting follow-ups to assess progress and satisfaction. You will maintain accurate account records, track outstanding requests, and coordinate with internal teams to resolve issues within agreed service expectations. Clear communication and consistent follow-through will be essential to keeping customers informed.

You will also review customer feedback, survey responses, support interactions, and usage information to identify recurring concerns and points of friction. Depending on the assigned position, you may prepare customer journey insights, monitor satisfaction and retention indicators, or develop account action plans to support adoption and continued engagement.

The role involves preparing reports on customer outcomes, highlighting accounts that may need additional support, and recommending practical service improvements. You will contribute to knowledge resources and process updates, share customer insights with relevant teams, and support renewal or account development discussions where appropriate.

Qualifications

• A diploma or degree in Business, Communications, Marketing, Analytics, or a related field is preferred; relevant practical experience will also be considered.
• Experience in customer success, client relations, account support, customer service, or customer experience analysis.
• Strong verbal and written communication skills, with the ability to explain information clearly and adapt to different customer needs.
• Good listening and relationship-building skills, including the ability to handle concerns calmly and professionally.
• Ability to understand customer objectives and translate them into clear follow-up actions or support plans.
• Strong problem-solving skills and sound judgment when coordinating resolutions or escalating complex issues.
• Familiarity with CRM platforms, customer support systems, survey tools, or customer success software.
• Ability to interpret customer feedback and basic performance data to identify trends and recommend improvements.
• Understanding of measures such as customer satisfaction, Net Promoter Score, customer effort, product adoption, and retention is beneficial.
• Strong organizational skills, with attention to detail when maintaining records and tracking multiple customer requests.
• Proficiency in Microsoft Excel, Google Sheets, or similar reporting tools; dashboard experience is an advantage for analytical responsibilities.
• A proactive, empathetic approach, with the ability to take ownership of follow-ups and collaborate effectively across teams.